I was a customer for 3 years. I made a claim in August 2024 and it took them 10 weeks to assess it and they only did that after I made a formal complaint. They only paid out £200 of my £600 claim due to various deductions and fees so it wasn't worth the hassle at all. They didn't communicate proactively and it was very difficult to get through to them on the phone to chase up the claim. Ultimately I cancelled my cover and decided to just pay out of pocket from now on. I wish I'd done more research and gone with a different insurer in the first place as my dog is now classed as having pre-existing conditions that wouldn't be covered by a new insurer.